Job description
Ting Internet is a leading fiber Internet provider in the United States, delivering future-proof internet in over a dozen Ting Towns across the country.
As part of Tucows (NASDAQ:TCX, TSX:TC), Ting is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the internet!
The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!
About the opportunity
Ting Internet is on a mission to bring reliable, fast, and future-proof internet services to communities across the country. We pride ourselves on next-generation technology, best-in-class customer support, and a commitment to making a positive impact in every market we serve. As the Community Engagement Specialist for Ting Internet in Laguna Woods Village, you will be the local face and voice of our company—educating, inspiring, and supporting residents. In this pivotal role, you’ll collaborate with our construction, installation, and customer support teams to ensure a seamless transition to fiber internet and TV-over-internet services in partnership with DirectTV Stream. You’ll also develop and manage an Ambassador Program to foster peer-to-peer education and engagement. This is a unique opportunity to take initiative, shape the position, and pioneer Ting Internet’s success in Laguna Woods Village. We encourage creativity and new ideas, giving you the freedom to make this role your own.
As the Community Engagement Specialist, you will oversee:
- Community Advocacy: Serve as the primary local representative for Ting Internet, championing our brand and nurturing relationships with residents, community leaders, and organizations.
- Partner Liaison: Collaborate with DirectTV Stream to coordinate and ensure a smooth migration from cable TV to TV-over-internet for all Laguna Woods Village residents.
- Stakeholder Coordination: Work closely with Ting’s construction, installation, and support teams to monitor, report, and respond to customer feedback and concerns in a timely manner.
- Ambassador Program Development:
- Identify residents who are knowledgeable about fiber internet and TV-over-internet.
- Train and empower these Ambassadors to educate their peers on service options and usage.Track and measure program success, ensuring widespread adoption and satisfaction.
- Community Engagement & Presentations: Develop and deliver compelling presentations and informational sessions to various groups, effectively communicating the benefits of Ting Internet and TV-over-internet services.
- Brand Building: Uphold and promote Ting’s core values and brand messaging, fostering customer loyalty and expanding our customer base among both residents and businesses.
- Continuous Improvement: Gather insights and feedback from the community to refine service delivery, enhance customer support, and innovate new engagement strategies.
Job Duties
- Liaison with LWV management and Residents
- Serve as Ting Internet and DirectTV Stream point of contact
- Be the Face and Voice of Ting
- Develop the Ambassador program: cultivate lead list of ambassadors, coordinate and execute training with DTV and Ting, report on key accomplishments, take rates and any process enhancements needed to improve residents’ experience
- Develop tracking of events/ resident exchanges
- Develop incentive program for ambassadors
- Develop feedback program able to identify pros and cons of processes that can be changed to meet residents’ needs
- Liaison to Ting Contraction, Installation,Customer Support and Onboarding
- Develop tracking and communication avenue for escalations
- Develop communication process between Ting /DTV for escalated customers
- Identify key events and coordinate with local Ting marketing
- Adhere to strict budget - able to think and execute creatively on minimal budget
- DirectTV support
- Coordinate and manage communication timeline - commercials / magazine articles / email blasts
- Develop Ting Mobile communication and track potential opportunities/sales
Knowledge, Skills and Abilities
- An established network of local contacts
- Resourcefulness and polished speaking skills
- Strong organization and multi-tasking skills
- Experience developing and managing multiple reports and performance metrics
- Proven track record leveraging internal and/or external resources
- Strong process and organization skills
- Confidence in public writing and speaking
- Experience and comfort in a highly collaborative environment
- Telecom and/or technology experience
- Occasional evening and weekend hours to attend meetings/events
Qualifications Required
- Minimum of 5 years of proven experience in community engagement, public relations, or a related customer-facing role.
- Minimum of 3 years experience managing multiple projects.
- Proven experience in community engagement, public relations, or a related customer-facing role.
- Strong communication and presentation skills, with the ability to engage and influence diverse audiences.
- Exceptional organizational and project management abilities, including attention to detail and accurate reporting.
- Creative thinking and initiative to design and implement new programs, events, and outreach strategies.
- A passion for technology, internet services, and community development.
- Ability to collaborate effectively with cross-functional teams and external partners.
The base salary range for this position is $55,000 - $65,000. Range shown in $USD for US residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.
Want to know more about what we stand for? At Ting and Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.
We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
Tucows and its subsidiaries participate in the E-verify program for all US employees.
Learn more about Tucows, our businesses, culture and employee benefits on our site here.
